The Customer Care Team Lead position is a supervisory position enlisted to help drive operational efficiencies and drive revenue to Maricamp Animal Hospital through the development and optimization of the Administrative department’s processes. Additionally, this role is intended to train and lead other team members in the department to achieve optimal performance and opportunity within Maricamp Hospital.
ABOUT THE COMPANY
Our mission is to empower a lifetime of memories, bringing pet health solutions that impact our community. We provide owners with the education they need in order to make a fully informed decision about their pets health care. We are dedicated to ensuring our patients have the results and success they deserve. Our core values are the backbone of our business and guide our hiring process: we create impact, have discipline, are accountable, in alignment, results-oriented and inspirational.
Our team holds tremendous value and an integral part of creating an environment of success and wins from the clients and patients.
We help our team members achieve success in their roles and beyond through the development of their personal, professional, and financial goals - making it a top priority to support our team’s development potential.
OBJECTIVES
Departmental Optimization (50%)
Report to leadership and collaborate with department heads to drive operational efficiencies and increase revenue by developing and optimizing standard operating procedures and departmental processes
Monitor and report on team progress of metrics to the Department Head, ensuring each position is keeping and reaching daily, weekly & monthly with increasing metrics
Oversee client interactions to determine optimization and areas for improvement and further training
Manage and optimize client scheduling and communication to ensure accurate appointments, maximize attendance, and maintain an efficient appointment workflow
Oversee flow and ensure completion of all CCR 1 & CCR2 positions responsibilities and task lists on a daily, weekly, and monthly cadence
Department Management (50%)
Train & coach new CCR1 & CCR2 staff to address areas of improvement and continued personal development
Utilize time studies to identify areas for opportunity and optimize employee training & process improvement
Quality control CCR1 & CCR2 staff ensure completion of task lists daily, weekly, and monthly
Manage and educate the team on the value and availability of financial payment plan options, optimizing accessibility for clients and ensuring effective communication to enhance client understanding and uptake
Collaborate with the marketing department to ensure clear communication of marketing strategies to department staff providing detailed guidance on messaging and execution to facilitate a seamless and effective client experience
Support CCR1 & CCR2 staff in their daily duties and responsibilities as needed to ensure optimization of client flow & experience
Maintain precise and up-to-date statistical data to monitor and ensure alignment with departmental goals and performance targets
COMPETENCIES
Demonstrate proficiency in CCR1 and CCR2 roles, with comprehensive knowledge of all related Standard Operating Procedures, and successfully train new team members to replicate CCR1 and CCR2 responsibilities, driving improved performance metrics
Excellent verbal and written communication skills with proven ability to navigate relationships with client, co-workers, and patients
Demonstrates resilience against challenges and obstaclesMust be detail oriented and highly attuned to capturing relevant data in documentation
Ability to coach, mentor, and train new Customer Care Representatives to successfully fulfill their job duties and responsibilities and provide impactful results
Foster a team environment where members consistently exceed client and patient expectations, resulting in exceptional, value-driven reviews
Strong computer skills and highly proficient in MS Office Suite, Windows, Google Suite; and CRMS
Proven ability to maintain professionalism through implementing mission, vision, core values and ensuring juniors are held to the same standard
EDUCATION AND EXPERIENCE
2+ experience in leadership of administrative departments in veterinary medicine or related healthcare industry
High School Diploma or GED equivalent
Bilingual English & Spanish is REQUIRED
PHYSICAL REQUIREMENT
Ability to spend prolonged periods of time standing, sitting, or walking
Must be able to lift at least 25lbs
Travel Required: Up to 15% for Continuing Education & Training
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements
Benefits:
Retirement Savings Opportunities
Training & development
Opportunities for Advancement
Health Insurance Stipend
Colonial Life Insurance
Investment Opportunities
Personal, Professional and Financial Goal Coaching
Bonus based on performance
Competitive salary
Schedule and Compensation:
Business Hours: Monday to Friday 8am-5pm and Saturday, 8am-12pm.
Job Type: Full-time
Salary: $20/hr-$26/hr
Ability to commute/relocate:
Ocala, FL: Reliably commute or planning to relocate before starting work (Required)
COMMITMENT TO DIVERSITY
As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Maricamp Animal Hospital recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates and partners.